Account Services Manager II; Mishawaka, IN - Hybrid

Join a high-performing, tight-knit team at a fast-growing company using the Internet of Things (IoT) to transform how organizations maintain compliance, enhance safety, and reimagine operations. Smart Sense by Digi is trusted by some of the world’s most recognizable brands including CVS Health, Walgreens, Walmart, McDonald’s, Jack in the Box, Hartford Health Care, and Children’s Minnesota to protect their operations and the people they serve.

We’re looking for team-oriented change agents who want to help shape the future of IoT.

This position will be located in Mishawaka, IN (Hybrid).

As a Customer Success Manager, you will own the post-sale relationship for a portfolio of small-to-mid-market accounts across verticals like food service, QSR, healthcare, and beyond. This is a relational role. You will be the primary point of contact for your customers: driving adoption, securing renewals, and building the kind of trust that turns customers into long-term advocates.

This role requires both depth and scale. You will know when to go deep with a customer and when to manage efficiently using AI tools, automation, and strong prioritization to stay ahead of your book without letting anything fall through the cracks. You are not waiting for customers to come to you. You are already there.

• Manage mid-market and SMB customers on their post-sales customer journey including kickoff, onboarding, adoption, renewals, and advocacy
• Build multi-threaded relationships within customer organizations — not just a single contact
• Conduct proactive outreach cadences: don't wait for customers to surface problems, find them first
• Travel to key customers (~25% of the time), especially early in relationships, to build trust and deepen engagement
• Manage a large, dynamic book of business with discipline — knowing when to go deep and when to manage at scale
• Monitor customer health signals and use data to drive proactive intervention before churn risk escalates
• Leverage AI tools and automation to engage customers efficiently across a high-volume portfolio
• Maintain accurate and timely records in Totango and CRM platforms — your documentation is your playbook
• Meet and exceed KPIs across adoption, retention, renewal, and customer advocacy

• Partner with Sales to surface expansion and upsell opportunities within your book of business
• Collaborate with Marketing and Product to share customer feedback, amplify success stories, and influence the roadmap
• Serve as the voice of your customers internally — advocate for their needs with clarity and urgency
• Coordinate with internal teams to resolve adoption blockers and
  * escalate* issues appropriately
• Identify and document customer use cases that can be leveraged across the broader CS team

• 2+ years of experience in customer success, account management, or a related client-facing role
• Demonstrated ability to manage and grow customer relationships in a fast-paced environment
• Strong prioritization skills — you know how to triage a large portfolio and make smart decisions about where to invest your time
• Proactive engagement mindset — you create touchpoints, you don't wait for them
• Comfortable working at scale using AI tools, automation, and customer health platforms such as Totango as part of your daily workflow
• Proficiency in CRM and CS platforms is a strong plus
• Excellent written and verbal communication skills
• Bachelor's degree in Business, Communications, Marketing, or a related field or equivalent
• Willingness to travel approximately 25% of the time to build customer relationships
• Hybrid availability in or around Mishawaka, IN

• Experience in food service, QSR, healthcare,
• Familiarity with IoT…